Head of Direct Service

Select how often (in days) to receive an alert:

32694

We are Farmers!

We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other.

We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture!

To learn more about our high-performance culture and open opportunities, check out  and be sure to follow us on Instagram , Linked In , and Tik Tok .

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office.

Applicants beyond fifty (50) miles may still be considered.

The Head of Direct Service executes on the broader Service strategy, while also creating new infrastructure to service direct book of business more specifically, including optimizing processes to fit this customer population to support the growth of this book of business across multiple brands. This includes all operating functions, utilizing available resources to maximize prompt, accurate, and dependable service to policyholders.

Provides functional leadership, guidance, & strategic delivery for the optimization of operational excellence, underwriting fidelity, & retention. Responsible for functional results & efficiency within the direct channel.

• Has oversight of a $24M budget within Service, primarily driven by expenses related to personnel, travel, real estate, IT-related and general administrative expenses.
• Influences budget decisions at a functional level within Service.
• Recruit, hire and train staff necessary to meet business requirements.
• Achieve stated service level agreements.
• Establish proper controls to assure work processes are compliant with state laws and regulatory requirements.
• Contribute to corporate GWP and profitability goals through adherence to underwriting rules and guidelines.
• Develop future leaders for the organization.
• Establish an environment that promotes teamwork, camaraderie, an inclusive leadership culture and employee retention.
• Partners with Direct and Customer Experience teams to build and operationalize customer engagement strategy.

• 5-7 years in the insurance or related industry.
• 5-7 years in contact center management.
• Minimum 4 years as a Director-level leader of leaders or equivalent

• Insurance education such as CPCU or related courses preferred.

Role requires a thorough comprehension of insurance business and its key disciplines and processes. Must be skilled and knowledgeable in relationship management and communication with key business partners/executives.

• Insurance products including coverages, underwriting guidelines, etc.
• Modern contact center technologies and tools
• Process optimization methodology
• Forecasting, schedule adherence and management of other contact center operating results.
• Operational leadership and people strategy
• Thorough understanding of employee development and performance management
• Broad base of knowledge including Payments,…